Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Saturday 8/16/25 I received notification of an automatic payment made from my account for my typically yearly subscription to PC Matic anti-virus.(photo included).However, on August 26, 2024 I received a special promotion (photo included) for getting additional months added to my annual $60.00 subscription. I chose to apply for the additional four months by writing a review after "liking" them on ******** and (photos included) "following" PC Matic too. On Saturday August 16th 2025 I phoned someone at PC Matic's only available phone number (24/7 Tech support - which I also subscribe to) about last years promotion and they said that they emailed a ticket to the appropriate parties about my complaint and to expect to hear back soon. On Wednesday morning 8/20, after not hearing back I sent out an email, I got from their website, about the promotion and received a ticket #******. Later in the afternoon I received a reply from **** *******/PC Matic that appears (photo included) to blame ****** for the payment disruption when PC Matic's promotion clearly states that they would adjust any account information (photo included). Mr ******* also failed to mention the promotion of four extra months in the reply email and introduced a confusing payment plan that I replied back to him stating I would need additional clarification on. I have yet to hear back!PC Matic are the tech experts! If anyone can figure it out they can. If they do need to contact me I need to do it by phone. Thanks for your consideration

  

  Business Response

  Date: 08/22/2025

  *****,

  We have responded to your request for extra months via the PC Matic help desk. Please look in your inbox for further correspondence regarding this matter. 

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23781002
  
  I am rejecting this response because: After filing my complaint on 8/22/25 with the BBB I received three emails from PC Matic (photos of each retained!) The first two were automated and said that they had refunded my $60.00 AND that they had stopped automatic payment for both my PC Matic Anti-Virus, where the four monthes free promotion was supposed to be issued, AND for my 24/7 Protection subscription with PC Matic that is to renew next month on 9/25. (A new wrinkle) When I phoned PC Matic's 24/7 phone line to check that I was still covered for that ***************) they said I was still covered by them but said they "had nothing to do with" the anti-virus PC Matic subscription which has no active phone number for customer service. When I finally received a personalized email from PC Matic anti-virus following the automated emails mentioned above they said my subscription would be extended until 2/26-2/27. My questions are since my $60.00 hasn't been refunded, despite the email claim that it has, what time frame will I see the payment in my account and/ or will the 2/26-2/27 anti-virus subscription also be paid for AT THAT TIME with the $60.00 that hasn't been refunded yet? Also, WILL I NEED TO RE-SUBSCRIBE in February 2026, if it is eventually refunded to my account and will I need to resubscribe for my 24/7 Protection next month since according to the emails my automated payments have been cancelled? In my original complaint I also asked that someone contact me via phone **************, which they haven't. PC Matics email responses have been incomplete and they provide incomplete respones to the questions AND that I've just added for BBB in my complaint!

  PS I will be sending the photos for this via my phone seperate from this complaint I'm typing on my laptop! My phone froze when I tried to send the rejection on it!

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 08/26/2025

  Your issue has been escalated to our Director of Tech support. Please follow up with the email they have sent you to resolve this issue. Thank you. 

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23781002
  
  I am rejecting this response because:

  I have been waiting for one week to hear back from PC Matic, where during the last BBB contact I was instructed to wait for an email from the Director of PC Matic Tech Support, which has never arrived. I did receive a promotion for the very same thing (Get 1 Year free) that I signed up for last year and that wasn't honored without going through the BBB, though.

  On 8/25/25 my $60.00 fee was refunded so my two questions that I need answered are 1. Will I be automatically billed for my PC Matic Anti-Virus and when (Month and Year)? Also, since I received a notice that my 24/7 Protection automatic payment, which renews next month for $100.00, has also been canceled will I have to  renew that manually or will it renew annually and when?
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 09/02/2025

  Complaint: 23781002
  
  I am rejecting this response because:
  
  I have been waiting for one week to hear back from PC Matic, where during the last BBB contact I was instructed to wait for an email from the Director of PC Matic Tech Support, which has never arrived. I did receive a promotion for the very same thing (Get 1 Year free) that I signed up for last year and that wasn't honored without going through the BBB, though.
  
  On 8/25/25 my $60.00 fee was refunded so my two questions that I need answered are 1. Will I be automatically billed for my PC Matic Anti-Virus and when (Month and Year)? Also, since I received a notice that my 24/7 Protection automatic payment, which renews next month for $100.00, has also been canceled will I have to  renew that manually or will it renew annually and when?
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/04/2025

  *****,

  The responses in question have been sent to your inbox: **********************************
  
  If you have not received them, you will need to check your Spam filter. We have added the extra months and refunded the renewal. To prevent ****** from renewing early again, we have to turn off the automatic subscription. You will have to access your ****** account and change the renewal date for this specific subscription, as we do not have access to this. This is a common occurrence with ******. Your renewal dates are as follows:
  
  PC Matic Antivirus 2026/03/16
  PC Matic Support Unlimited 2025/09/20

  When the licenses renewal date approaches you will be prompted via the PC Matic program window. You will also receive a notification on your device, and an email. You can renew from either of these reminders. 

  Let us know if you have any further concerns. 

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been emailing support and they will not resolve my issue with my account. I receive endless emails asking the same question over and over even though I am providing all the information they are requesting. It has been going on for hours, I would like to change my email as it was hacked and they just refuse to help me. I do not know what else to do or who to turn too.

  

  Business Response

  Date: 05/12/2025

  Mr. *****,

  It looks like the email used on your account is different than the one used for your correspondence, which may be causing the confusion here. 
  
  Please check your inbox for further assistance managing the email and password for your account. 

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out originally because I couldn't change a setting in my system settings on my computer. The first tech took such a long time to connect that I had to call back and ask if everything was okay then when he finally did connect, he started working on my computer and when it was up to the point to restart the computer, he was gone for like 15 minutes. I had to call again to see what happened to the tech and when the tech came back, he was very rude, didn't fix anything and just disconnected. Then another tech joined said he was going to fix it, reinstalled PC matic unlimited and said there, It's fixed and left, but nothing was fixed. I have norton on my computer and purchased PC matic to support an **************** and ***************** but it's just a nightmare. This is just a scam and a waste of time.

  

  Business Response

  Date: 05/09/2025

  Mr. ****,

  I am sorry to hear about your experience. We will have a Support Unlimited team member reach out to you immediately to resolve this matter. 
  
  Thank you for bringing this to our attention. 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23305409
  
  I am rejecting this response because: that's the same thing your company employees have been saying all along and nothing gets resolved. Truly infuriating and I've had it. The only answer that I will accept is, you will refund this last purchase, not the other couple of years I wasted my money with this, but this last year. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/13/2025

  ******,

  We have honored your request for a refund. 

  The invoice has been sent to the email on file. 

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ever since I have upgraded to the latest edition of PC Matic *** I have been unable to connect to it. It appears to be buggy. I first reported this issue on February 25 2025, after having difficulty resetting my password. After resolving the password issue, I was able to use the upgraded PC Matic virus protection but the *** would not connect to the service which uses the same password as the Virus protection. ***** ***** via PC Matic email support sent me several things to try and nothing seemed to work. Eventually he told me I could call PC Matic support for help. I called PC Matic phone support line. They were unable to provide any immediate assistance, they did give me the case number and after reviewing steps I went through to resolve the problem they thought it might be on PC Matic's end. They indicated they provide phone support for PC Matic but are not a part of PC Matic. They indicated they could ask the PC Matic programmers to look at the problem, since it might be on their end. PC Matic phone support said the problem would be reviewed and they would let me know the status of problem. I haven't heard back. On March 13, 2025 I sent an new email to PC Matic customer support. I received an automated acknowledgement of receipt of the email only. Since that time I heard nothing from PC Matic. Today March 21, 2025 I called the PC Matic phone support and although they tried they were unable to provide any further assistance. They said I would need to wait to hear back from PC Matic email support. (Unacceptable). It is apparently impossible to talk to anyone at PC Matic. The lack of communication from PC Matic is appalling. I am a long time customer of **********************. I don't understand how a business can be successfully run by ignoring their customers. My virus subscription is up for renewal in May plus we were considering adding their identity protection services. I may go elsewhere if this is not quickly resolved.

  

  Business Response

  Date: 03/25/2025

  ****,
  
  We have a solution to your issue. Please check your inbox for a response from the help team. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23098964
  
  I am rejecting this response because:

  No solution found yet. PC Matic support asked for the log file which was sent to them on 3/26. They replied the development team would be looking at it. To date (4/4/25)  they have not found a solution to the problem and are failing to keep me informed of the status. 

  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/04/2025

  I am sorry for the confusion. Solutions for your issues cannot be obtained here. Please check your inbox for further communication from the support techs. 

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for 3 months now asking pc Matic to help with the full scan fails i have written tickets and i been getting different people asking me to do the same thing and i do what they say the first time I'm not going to keep doing the same thing over and over again when it didn't help my problem the first i even showed them where it fails hoping it would help i ask them questions that they don't give me an answer they say you should do a full scan once a month which i cannot do i have sent screenshots showing them i also have done *** scan i have lifetime subscription

  

  Business Response

  Date: 03/11/2025

  We are sorry to hear about your issues. 
  
  Your ticket has been responded to. Please check your inbox for the latest response to your PC Matic technical support ticket. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased the product for two new laptops that were purchased in 2023 tried to download the product it was not compatible with the computers the following year the company charged me automatically I followed their instructions to cancel and received no response it has now charged me again and I have been told the only way to stop it is through the company but they wont respond

  

  Business Response

  Date: 03/05/2025

  *****, please check your inbox for correspondence from our support team regarding your refund. 

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with them which I cancelled 2 months ago but they still billed my ***** card today for $107.69. I have tried calling them on all of the numbers listed on the internet yet none of them work. My **** card cannot do anything to help. When I cancelled this their phone numbers worked. I am elderly and a disabled and cannot afford to be charged for something that does not work. I don't have an account number or anything other than the billing on my card.

  

  Business Response

  Date: 02/25/2025

  We are sorry to hear about your difficulty contacting us about your renewal refund. 
  The account has been cancelled and refunded. Please check the email on file for the refund confirmation. 

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last fall I had several viruses on my laptop. I had used PC Matic for many years and, on October 10, 2025, increased my contract by purchasing their PC Matic ***************** for $100.00 (Order Information #*******). Several days passed and I received no assistance. So, I took my laptop to a local computer repair shop where they got rid of the viruses and loaded a different antivirus, not PC Matic, on my laptop. On October 14, 2024, I requested a refund of my $100.00. The response I received was a December 13, 2024 email from ******** *****, Technical/Customer Support ******************************** asking if I had put in a support ticket requesting a refund for the Support Unlimited. She added that: The automatic renewal for your product has been turned off. I replied on the same day giving the details of my credit card purchase and again requesting a refund. I received no further communication from Ms. ****** I called PC Matic and finally got a Refund Phone Number for them843-203-0422. That number is strictly an automated phone number. Using this number, there are two selections available, one for technical assistance and the second for a refund. The first time I called (these were actually multiple calling attempts) and selected the refund choice, I got a busy signal. When I called the refund line again on January 20, 2025 the same thing happened. When I re-dialed and selected technical assistance, I was told I had no outstanding ticket. PC Matic has non-existent customer assistance, unclear policies, ************************** cut-offs, and delayed responses to customers that extend refund requests beyond their time limits. I would never do business with PC Matic again and consider them to be unethical in their business practices.

  

  Business Response

  Date: 02/20/2025

  ******, 

  We have refunded your most recent renewal. Please check your inbox for the refund invoice. 
  
  Let us know if we can be of further assistance. 

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed for service I didn't want. I tried many many times to contact customer service with no success. They just will not call you. I got to tech support many times and they said they would create a ticket for customer service. I only wanted another year of virus support and not the **** I got an email today 12/8/24 saying I was to receive a credit. I have no idea if my whole account is being credited or just the **** Poor poor service.

  

  Business Response

  Date: 12/10/2024

  PC Matic does not offer phone support. However; we can handle all of your issues through our email help desk 24/7. I show you created a ticket regarding your account renewal which was answered. Please respond to the ticket directly with your concerns and we will be happy to help you with them. 

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the PC Matic security bundle in August of 2024. It has been working fine until approximately two weeks ago when the *** application stopped working and I have unable to connect. After several unsuccessful attempts, I contacted PM Matic customer support and have had remote technical support, but still unable to connect. Without the ***, I do not feel secure to conduct online banking. The last *** I spoke with mentioned that this is an issue that PC Matic is aware of but it seems that PC Matic is not contacting or communicating with their customers. As a result, I will be cancelling PC Matic as they are unable to provide a service which was pard for. Today I went to cancel the subscription and am unable to online, will have to call during business hours.

  

  Business Response

  Date: 12/19/2024

  I am sorry to hear about your difficulty with the PC Matic VPN. We have processed your refund. Please check you inbox for confirmation. 

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****